The organization of customer service in hotels is characterized by a cyclical nature - a sequential repetition of the process of serving a guest from the time of his arrival to departure. The technological cycle of service is a unified standard volume of services with a certain sequence of their provision, which the client intends to use and offers the accommodation facility.

The technological algorithm of the guest cycle conventionally includes four stages:

1) booking;

2) arrival of the client at the hotel, registration and accommodation of the client;

3) accommodation and guest service at the hotel;

4) departure, final payment by the guest for hotel services.

This algorithm is shown schematically in Figure 1.

The first phase of the guest cycle begins with the prospect's communication with the hotel staff long before the guest arrives at the accommodation facility. This is done through telecommunications and is linked to the possibility of pre-ordering (booking).

Fig. 1

Information about the possibility of booking rooms (places) can come from various sources - permanent and occasional

Regular sources of requests for reservations come from travel agents for sales, companies, firms that organize exhibitions, conferences, seminars, as well as from industrial and other companies close to the hotel, which necessitates the accommodation of employees, business partners.

Occasional (single) booking requests come from individuals or companies who need a one-time hotel accommodation.

In the process of the first potential contact, the client receives from the hotel employee weighty information about the structure of services, the location of well-known objects, rates, etc. or it can confirm other information about the accommodation facility that is important to itself. The communication ends with the entry of the client's application by the receptionist into the register of calendar room reservation and customer accounting. The register of applications for booking rooms and accounting for customers in the hotel, in addition to predicting and planning the volume of hotel occupancy, rationally distributes the costs of efforts and resources in the creation of a hotel product, the movement of financial resources, determines the required number of full-time employees, etc.

During the first phase of the guest cycle, the final preparation of the accommodation facility for the reception of the guest takes place - before arrival, the fact of his arrival is confirmed, possibly a partial change in the arrival date, the need for a transfer provided by the hotel services, excursion services aimed at familiarizing with the cultural and historical features of the city. On the eve of the settlement, the final sanitary preparation of the room is carried out.

The second phase of the guest cycle is associated with meeting guests at the train station, at the airport, transfer to the hotel, registration and accommodation of the client at the hotel.

Meeting guests and transferring to the hotel has an important psychological and animation function, because the first impressions of contact with the staff, city, hotel are perceived by clients most vividly, besides, the meeting and transfer are less tiresome for guests. A big moment in the hospitality industry; too tired, dissatisfied client - this is lost money from not using additional hotel services; during the transfer process, it is advisable to provide information to the client about the peculiarities of the hotel's position in relation to important objects of the socio-cultural, business infrastructure of the city.

Upon arrival at the hotel, the second phase of the guest cycle is involved in organizing the accommodation of guests. The client receives information about the services, features of the organization of the accommodation facility, its planning, pays for accommodation, and additional and related hotel services are negotiated in advance, therefore, this phase also performs information, adaptation and communication functions.

The third phase of the guest cycle is the most important and is related to guest service.

In some hotels, the final phase of the guest cycle is associated with the transfer of guests to the station. The introduction of this service will encourage guests to revisit the accommodation, thanks to the comfort and personal approach in the process of providing services.

Commercial hospitality assumes that the client of a hotel company expects for his money not only for a table and shelter, but also for a special attitude - attentive, benevolent and cordial.

Maximum customer satisfaction is at the heart of any business, and the hospitality industry is no exception. In the hotel industry, achieving a certain level of service helps to solve the above problems, when a trusting atmosphere is established between the client and the hotel staff. Each organization independently develops a culture of service, acting within the framework of generally accepted rules and in accordance with the policies of each particular service company. Culture is a multifaceted and complex concept, which has several hundred definitions that consider this phenomenon in its various aspects.

In this case, culture interests us as the degree of development of a person and the spheres of his activity. With regard to the sphere of services provided at commercial hospitality enterprises, culture is the level of development of the service process, which is expressed in various aspects - aesthetic, psychological, ethical, organizational and technical, and others.

The structure of such a concept as a service culture includes the following elements:

The appearance of the hotel contributes to the creation of a favorable impression even before its direct service, helps to form in the mind of the guest a unique image inherent in a particular enterprise. The personal style that distinguishes each business from others like it suggests the taste of the business owners and their competence when it comes to service. It is the interior that informs the client about the purpose of the hotel. For example, in business-class hotels where people live and work during business trips, it is appropriate to use restrained colors and silhouettes in the interior design, which will not distract the guest and set him up in a business mood, but at the same time will act relaxing during leisure hours.

Hotels, in addition to offering rooms, can provide (in accordance with the category, specialization, size, etc.) a certain amount of additional services for a comfortable stay. Each hotel company, regardless of its functional characteristics, should set itself the main goal - during the entire period of guests' stay in it, to bring the living conditions of the client closer to home conditions, to create opportunities for effective work, recreation, and entertainment. In hotels with a high level of service, there is a business center, a service bureau, a wellness center, car transport services, etc. Additional and ancillary services and services also provide revenue for hotels, the share of revenue from the offer of such services can reach up to 30%.

The professionalism of the staff, the rationally structured process of serving guests is a kind of investment for the future in the hotel business, because later they will pay off financially during a second visit with clients, probably their relatives, acquaintances attracted by a positive response about the proper level of service.

In the fourth phase of the guest cycle, the client is fully billed for accommodation and additional paid services provided. During the final settlement, it is necessary to review the accuracy of the invoice and the consistency of all charges for the period of his stay at the hotel. The guest confirms the correctness of the invoice and signs it. It is always necessary to draw the attention of the guest to check the correctness of the accrual of the amount, and if a mistake is made, make the appropriate changes and apologize to the client.

Federal state educational institution

Secondary vocational education

"Chelyabinsk College of Informatics, Information

Technology and Economics "

Branch "Tourism and Hotel Service"

Specialty "hotel service"

Course work

By discipline

"Organization of services in hotel and tourist complexes"

"The cycle of guest service (from pre-ordering to leaving the hotel complex) on the example of a full-service hotel"

Performer: 2nd year student of group 314

M.

Supervisor:

Ageeva I.S.

Chelyabinsk - 2011

Introduction

1. Hotel cycle

1.1 Reservation

2 Arrival, registration and placement of clients

2.1 Guest service during stay

3 Departure of the guest. Guest checkout procedure

Conclusion

Bibliography

Introduction

Among the problems posed by tourism, the most important is the problem of service and hospitality. In the modern world where a large number of people resort to the services of hotel complexes. It is quite important to consider the hotel cycle in full, from booking a room to the client's departure from the hotel. Each consumer of this service must understand how all the processes associated with this cycle occur.

The object of this research is the hotel complex and its functioning. My job is to analyze hotel services. Since this type of activity is still quite new for our country, we see a direct practical meaning in analyzing the pros and cons of this promising area.

A hotel is an enterprise intended for temporary residence. The hospitality industry is a business aimed at providing newcomers with housing, food, and organizing their leisure time. Hotel category is a classification grouping characterized by a certain set of requirements. Accommodation means any object intended for temporary residence of people. The hotel business has recently attracted the attention of not only large corporations or municipal associations, but also quite small companies and even private entrepreneurs.

There are three types of full service hotels:

Full service hotels 5 *****

Hotels with a pronounced commercial focus of activity are focused on individual business travelers. They are located in the center of large cities in close proximity to the largest business centers. The infrastructure of such hotels includes restaurants, bars, conference rooms, meeting rooms, a fitness center and a swimming pool, a shop with basic necessities and souvenirs. Services are varied and traditionally include: 24-hour restaurant room service, business center, concierge and valet service, shoe shine and daily newspapers, airport shuttle, coffee maker and trouser press in every room, urgent dry cleaning and laundry services taxi and car rental. Wireless Internet is offered in all public areas and Internet access from every room. This category also includes congress hotels. Congress hotels are characterized by a large total area of ​​conference and seminar facilities. Unlike other hotels of this type, the conference space ratio is calculated from 2.87 to 3 square meters. m for one guest room. There are also large dance halls and a set of small meeting rooms. Some hotels provide auditoriums and cinemas. In hotels of this category, the prevailing room is with two double beds. Congress hotels have a well-developed infrastructure, offer a variety of bars and restaurants, and strive to maintain an individual and personalized level of service.

Full service hotels 4 ****

Unlike the five-star segment, this segment is characterized by a reduced range of services. 4 **** hotels are in demand by business tourists who do not need the full range of services provided in full-service five-star hotels. This segment is also popular with travelers and tourists looking for more comfortable hotels than just four-star hotels.

Abbreviated full service hotels. Four-star hotels with catering establishments.

Four-star catering hotels are the most common type of accommodation in the world. They offer their guests small lobbies and rather limited dining options. Business services, namely fax and photocopy at the Reception and Accommodation Service. As a result of these savings on hotel maintenance, the administration may reduce room rates. (No. 9, p. 207)

Usually in full service hotels there is a fairly large infrastructure that provides catering. It includes kitchens, lounges, bars, buffets, etc. In general, this infrastructure can be described as a catering enterprise, which includes a number of other divisions. Let's consider the technical side of the work of such a catering enterprise in a full-service hotel.
The purpose of the catering enterprise is to satisfy the needs
human in food. In our case, these are numerous guests of the hotel, as well as participants in various conferences held at the hotel.

Restaurant service for those living in hotels refers to special forms of service. The hotel restaurant is primarily intended to provide food for tourists living in it, business travelers, etc. However, when there are empty seats in the restaurant, the halls may be open to other visitors.
In addition, on the floors of full-service hotels, there are often buffets (bars), the equipment of which includes electric stoves, refrigerators, a refrigerated counter, a sink with cold and hot water for washing dishes, a boiler, a supply of dishes, cutlery, napkins, scales, etc. The furniture of such a buffet is made up of several tables with a hygienic coating and chairs. The buffets for hotel guests should have cold snacks, lactic acid products, gastronomy, fruits, confectionery, mineral waters, simple hot snacks - scrambled eggs, sausages, etc. The bar will equip a coffee maker for making black coffee, a sausage maker. Payment for products is made with the bartender (bartender).

1. Hotel cycle

The hotel cycle covers the period of time from the moment when a potential client contacts the hotel by phone or in any other way, to the payment of the hotel bill. The traditional hotel cycle (arrival - placement - accommodation - departure) can be divided into 4 stages:

1) before the conclusion of the contract for accommodation (booking, prepayment, arrival of the guest);

2) conclusion of a contract for accommodation (selection of a room, taking a number, invoicing for a room, postage, telephone and other additional services);

3) service during your stay at the hotel (room cleaning,
provision of a variety of additional services);

4) after the conclusion of the accommodation contract (presentation of an invoice, full
check-out, check-out of the guest). (No. 2)

Pre-ordering seats, registration upon check-in, payment for

accommodation and services rendered, check-out takes place at the reception

and accommodation, where the duty administrator, porter, cashier and

passport officer.

Services to residents can be provided by the hotel staff (service and

number service) and personnel of other enterprises (trade enterprises,

hairdresser, first-aid post and others) located in the hotel.

According to the "Rules for the provision of hotel services in the Russian Federation" No. 490,

“The contractor must provide round-the-clock registration of consumers,

arriving at the hotel and departing from it. "

Job responsibilities of the reception staff, as well as the skills and

the knowledge required to carry them out is defined by the professional standard.

1.1 Reservation

There are many sources from which hotels receive requests for space and room reservations. Sources can be permanent, one-time, and episodic.

Regular sources of requests for reservations are travel companies, firms organizing exhibitions, symposia, seminars, etc., industrial and other companies that have their own business in the place where the hotel is located and need accommodation for their employees or partners. business. Permanent booking sources also include centralized booking (GDS).

Individuals and companies who have a need for a one-time hotel accommodation can act as one-time and episodic sources.

The channels for receiving applications for hotel room reservations can be: telephone, fax, mail, centralized booking, internet booking.

Telephone. Requests for reservations by phone come, as a rule, from individuals and small companies.

Fax. Letters-applications by fax come from organizations and travel companies that cooperate with this hotel. Letters of application are located on the letterhead of the organization, contain the seal, the signature of the person in charge sending the application, as well as the telephone number that can be contacted. In the application letter, the initials of the people, the category of rooms, the form of payment and special wishes are indicated. An obligatory written response is given to the application received by fax (even in case of refusal). When you send a booking confirmation, it contains the initials, length of stay, room type, price and services included in the room price, initials and the position of the employee sending the fax. In case of refusal, it is necessary to indicate its reasons. All letters of application and confirmation are registered in journals and stored in the archives of the booking service throughout the year.

Mail. Letters of booking requests can be sent to the hotel address in the form of registered or courier mail. The requirements for their registration are the same as for applications by fax, the answer to them must be sent within one or two days, modern booking is carried out using electronic means.

Centralized redundancy. There is an attached booking network and a non-attached booking network.

a) The Affiliated Reservation Network is an information gateway to the Global Reservation Network (GDS), which simplifies the access of world travel agencies to the reservation system.

The Global Booking Network is developed and owned by major airlines. Such companies have their own booking systems, which are engaged not only in booking rooms and places in the hotel, but also in the sale of travel vouchers, air tickets, etc. The largest and most popular booking systems are: Galileo / Apollo, Saber, Amadeus, Worldspan. (No. 6, page 105)

Reservations are often transferred from one hotel to another through an automated booking network. If one hotel is fully booked, then after notifying the customer, this booking can be transferred to another hotel of the same chain, located in the same geographical area.

Such a booking system significantly increases the load not only in this hotel, but also in other hotels in the chain. In general, the whole chain wins. It also allows you to share all the statistical information that is necessary for planning further activities to increase sales.

b) Non-affiliated booking system.

A non-affiliated reservation system connects independent hotels that do not belong to any hotel chain.

The largest hotels contract with two or more Reservation System Centers. A hotel with a non-connected reservation system can receive reservation information from the Global Reservation Network (GDS). For this purpose, unifying systems are being created that allow information access to the Global Reservation Network and to Internet reservations.

Therefore, an unattached reservation system allows many of the advantages of an attached reservation system to be used.

Computer systems owned by independent consortia (UTELL, SRS, FIDELIO) have their own reservation module. These booking modules allow you to simplify and speed up the booking process, make individual and group reservations of rooms, cancel, adjust or transfer a reservation to the waiting list, assign specific rooms for a previously made reservation. The module allows you to accept a deposit for booking.

Online booking.

In the modern market of hotel services, Internet booking is the most progressive and promising way of booking hotel rooms. The Internet gives the client the opportunity to independently choose a hotel, get information about the cost of a room, hotel services, see the room he has chosen, etc. When working with the Internet, the client can set the most suitable hotel search parameters. Hotels on the Internet have not only the opportunity to advertise their services, but also keep in touch with their regular customers via e-mail, offering them all kinds of discounts and various benefits.

There are two possible ways to work in Internet booking - the hotel's own website and membership in one or another Internet booking system. The latter (Academservice, WEM International, Nota Bene, Alean, etc.) are becoming more and more popular due to the large list of offered opportunities at very low costs. (No. 6, p. 110)

By connecting the hotel ACS and the Internet booking system, the hotel and the agent have the ability to quickly exchange information about the available room stock, the room categories and services offered by the hotel, as well as current rates, discounts, special programs for guests, etc. frequent updating of rates, the hotel, in turn, can maintain the most flexible pricing policy and adequately respond to demand.

One of the problems of online booking in Russian conditions is the lack of reliability of financial calculations.

Booking types:

· Guaranteed booking;

· Non-guaranteed booking;

· Overbooking.

Guaranteed booking is a reservation with a special registered confirmation of the hotel that it guarantees the client that he will receive the room he has ordered and at the time he needs. The client, in turn, guarantees to pay for the room, even if he cannot use it in case of no-show (Noshow). Payment for an unused room is charged to the client if he could not cancel the order for hotel accommodation in time. The convenience of guaranteed reservations is that the guest will try to cancel the order for a room if they cannot use that number. In the event that the guest did not inform the hotel in advance about the refusal to check-in at the specified time, the hotel has the right to apply penalties to the guest, thereby insuring itself against non-receipt of the planned income. In the Rules for the provision of hotel services in the Russian Federation of April 25, 1997, No. 490 says: "The Contractor has the right to conclude an agreement for booking a hotel room by drawing up a document signed by two parties, as well as by accepting an application for booking via postal, telephone and other communications, allowing you to reliably establish that the application comes from the consumer. (No. 3) In case of delay, the consumer is charged, in addition to the booking fee, for the actual idle room (space in the room), but not more than a day. the reservation is canceled. If the consumer refuses to pay for the reservation, his accommodation in the hotel is made in the order of the general queue. "

All cases of no-show must be resolved within 24 hours.

Before presenting guests with invoices for idle rooms, it is necessary to clarify all the circumstances of the no-show.

In exceptional cases, when the arrival of the guest did not take place for a good reason (force majeure), for example, due to a sudden illness, the hotel may not require payment of the penalty. In each case, the issue is resolved individually and largely depends on the hotel's policy.

Thus, a guaranteed booking is one of the types of booking, in which the client is guaranteed the provision of a room on the date of booking, plus one day before the check-out time the next day. The client, in turn, guarantees payment for the reserved room in case of being late or unable to arrive, if the cancellation of the reservation was not made in compliance with the necessary formalities. Usually, a guaranteed reservation is provided after prepayment of accommodation services, carried out in one of the following ways.

Types of guaranteed booking:

· Booking by advance payment;

· Booking by invoicing (deposit or prepayment);

· Bookings guaranteed by a credit card;

· Booking under the guarantee of a company or corporation (with which the hotel has a corresponding agreement);

· Guaranteed booking by voucher.

A prepayment reservation assumes full payment for the entire period of stay at the hotel. Advance payment is usually made by bank transfer. The period for confirming the prepayment is set by the hotel, but not less than one day before the arrival of the guest. From the point of view of the reception and reservation service, this is the most preferable form of guaranteed reservation.

Billing bookings (deposit or prepayment) require the guest to pay a specific amount prior to check-in. The advance payment usually includes the cost of living per night + VAT. If the booking is made for a long period, then the prepayment may be higher. In case of cancellation of the reservation (before the period after which the penalties begin), the prepayment is refunded, in case of a change in the arrival date (changes must be announced in advance), the prepayment is postponed, in the event of a guest arrival, the prepayment is used to pay for accommodation and other hotel services. Prepayment is usually made if a bank transfer is not possible or against a credit card guarantee.

Reservations guaranteed by a credit card. Most of the companies in the international payment systems have a hotel insurance policy. These companies oblige the guest to pay a penalty to the hotel in case of his non-arrival with a guaranteed reservation. The essence of this policy is that as long as the booking is not canceled (before the deadline), the hotel has the right to impose penalties on customers using credit card details.

The hotel must insure itself against the client's failure to appear and, accordingly, against non-receipt of income. The hotel asks the client to indicate the details of the guest's credit card, guaranteeing himself payment for the room even in case of no-show (Noshow) of the client. A form is sent to the client's name with a request to fill out and send it to the hotel's reservation department.

Under these conditions, the hotel agrees to keep the room until the guest arrives. The guest can cancel the order if he sees that he will not be able to use it. In different hotels, the terms of cancellation of an order without penalties are different. It depends on the demand for the services of a particular hotel. As a rule, the cancellation of the order without penalties in relation to the client is carried out at least 24 hours before arrival at the hotel. A later cancellation or non-arrival at the hotel entails the payment of a penalty to the hotel by the client in the amount of the cost of living in the booked room for one day.

Reservations under the guarantee of a company or corporation (with which the hotel has a corresponding agreement).

Various companies, corporations, firms enter into agreements with the hotel, which establish that the organizations themselves bear all the financial responsibility for the non-arrival of their employees or clients. In this case, you need a letter of guarantee from the organization, containing the phrase: "in case of failure to appear (last name, first name of the client) and the impossibility of canceling the reservation before 18.00 on the day of arrival, the company (company name) guarantees payment for one night of accommodation." This text is approximate and depends on the policy of the relationship between the hotel and the company.

A tourist voucher is another type of guarantee of travel agencies to a hotel company. This payment document testifies to the advance payment by the client for accommodation services to the travel agency. The tourist voucher, in turn, is a guarantee of payment by the travel agency to the hotel for the services rendered by it.

Non-guaranteed booking.

This type of booking does not guarantee that the guest will receive a room, and the hotel, in case of no-show, will pay for the booked room. If the guest does not arrive by the specified date, the hotel incurs losses and therefore lists the already booked room for sale as free. If the guest arrives after the cancellation hour (usually 6 pm), the hotel has the right to provide the guest with any other free room.

Guests generally prefer a non-guaranteed booking to a guaranteed one, as they think they will arrive at the hotel before the official cancellation hour and do not want to have any obligations. However, situations with the arrival of guests at the hotel quite often develop in such a way that the guest is late to check in before the booking is canceled (flight delay, train delay), so there is a way to transfer non-guaranteed booking into a guaranteed booking. The guest contacts the hotel and explains the reason for the delay, the booking officer, acting in accordance with the rules established by the hotel, transferring a non-guaranteed reservation to a guaranteed one.

Overbooking.

Overbooking, or rebooking, is the marketing policy of the hotel, when hotel reservations are made in excess of the available ones, in other words, rooms are booked without actually free places.

Typically, in a hotel, 20% of non-guaranteed reservations and 5% of guaranteed reservations will not use their booking, so many hotels are overbooking to avoid losses. The overbooking system must be carefully thought out and clearly regulated. It is necessary to know the level of no-show for different types of reservations, namely: to study different groups of customers who reserve rooms in order to determine what percentage of the total number of ordered numbers they actually occupied earlier. An analysis of the types of reservations, reservation times, reservation times and customer segments making reservations allows you to build a model of an overbooking policy. Reservations should use this system wisely and cautiously, as denials of previously booked guests are hampered by long-term relationships with them, their companies and their travel agents.

Overbooking is quite widespread abroad, in our country it is used extremely rarely, since the legislative and legal framework in this matter is imperfect.

2 Arrival, registration and placement of clients

At the main entrance to the hotel, the doorman greets the guests with a friendly smile and opens the hotel door for them. For guests arriving by car, he first helps to open the doors of the cars and get out of them. If necessary, explains the rules of parking at the hotel. In high-class hotels of world standard, along with the services of a doorman, a car parking service is provided. The doorman should never leave a client's luggage unattended. He assists with loading luggage from the car, takes it to the reception area and the receptionist should always let the guest know that they have noticed him, even if they are busy. The Reception staff serves the guest exclusively while standing. It is necessary to be especially polite, benevolent, to show concern to the newly arrived guest, since, perhaps, he was on the road for a long time and was very tired. It will not be superfluous to start a polite conversation with the guest. But you should not abuse the questioning, since it must be remembered that the formalities for placement should not overreach:

8 minutes (for individuals);

15 minutes (groups up to 30 people);

40 minutes (groups of 30 to 100 people). (No. 8, p. 45)

The first impression of communication with the reception team clerk plays a large role in the guest's overall assessment of the hotel. In this case, everything is important: a smile. Posture, posture, gestures, tone of voice, desire of the employee to help, etc. It is necessary to provide each guest with maximum attention, a warm and cordial welcome, to make it clear to each guest that he is the most important for this hotel.

All guests arriving at the hotel can be conditionally classified into two groups:

Guests who have a preliminary reservation for hotel accommodation (expected guests);

Guests who do not have a pre-order for accommodation (the so-called walkinquests).

In the process of the first contact of the registrar with the visitor and finding out whether he belongs to one or the other group, sometimes the client himself introduces himself and presents to the registrar the confirmation of accommodation, which was sent to him by the hotel's reservation department. In another case, the registrar is the first to ask the guest whether he has reserved a room. If the answer is yes, it is necessary to check all the details of the booking together with the arriving guest. This is primarily:

· Correct spelling of the surname and first name of the person for whom the room or place in the hotel was reserved.

· Terms of residence.

· Rate for accommodation.

These and other details should be discussed with the arriving guest due to the fact that from the moment of ordering a room and checking into the hotel, usually some time passes, during which the guest's requests may partially or significantly change.

A dialogue with a client who does not have a preliminary order for accommodation in a given hotel is based on a somewhat different scheme than with the expected guests. The fact is that, on the one hand, we already know a lot about the expected guest from our preliminary correspondence with him. On the other hand, the guest knows a lot about the conditions and possibilities of the hotel. A "random" guest, perhaps for the first time in a given country, city, hotel, and therefore should discuss in more detail the conditions and rules of staying at the hotel. This primarily concerns the following issues:

· Availability of free rooms of certain categories;

· Rate for room and place in the hotel;

· Length of stay;

· The procedure for paying for accommodation and additional paid services, etc.

Room pricing information should be posted in a conspicuous place in the reception area. Where prices are indicated in cu. e. or other foreign currency, it is necessary to indicate that payment is made strictly in rubles at the current exchange rate set in this hotel. An employee accepting a new guest briefly introduces the hotel's dining options and some basic services. It is advisable to provide the guest with information leaflets.

Check-in on arrival.

The registrar must comply with all the rules related to the registration of various categories of settlers. The registration rules are developed in accordance with the law of the Russian Federation, decrees of the Government of the Russian Federation, the Government of Moscow, the Moscow Region, as well as orders of the Ministry of Internal Affairs of the Russian Federation.

The procedure for registration of documents and registration of citizens of the Russian Federation.

In the event that the guest agrees with the conditions of accommodation, the form and procedure for payment at the hotel, the registrar asks to present the documents entitling him to be accommodated in the hotel. According to the Rules for the provision of hotel services in the Russian Federation, approved by the Decree of the Government of the Russian Federation, "the contract for the provision is concluded upon presentation by the consumer of a passport or military ID card, identity card, and other document issued in accordance with the established procedure and confirming the identity of the consumer."

Registration of minor citizens under the age of 14 is carried out on the basis of documents proving the identity of the parents or close relatives with them, as well as the birth certificate of these minors.

Clarification of issues of clients' solvency.

Upon arrival, the registrar specifies the form of payment for the guest's service. Settlements with resident clients can be made:

· For cash;

· By credit cards;

· By bank transfer;

· Vouchers.

While most guests pay for their stay without problems, there are guests who can leave the hotel without paying. Because of these few, employees of the reception team must follow all necessary procedures to avoid financial losses. It is necessary to approach very delicately to the clarification of the issues of the clients' solvency. On the one hand, the hotel must insure itself against non-receipt of income, on the other hand, the hotel may lose customers due to extreme suspicion and distrust of guests. Some hotels insist on full payment in advance, others offer certain periods of stay, others at the end of the week, and some hotel businesses allow guests to stay and use services on credit and pay upon departure.

Assigning a number. Having solved all the questions about payment, the registrar proceeds to assign a number. When choosing a room for a guest of the desired category, the receptionist must take into account many points.

Sometimes it happens that the room has not yet been cleaned. In this case, the head of the reception and accommodation service must personally apologize to the guest and ask him to wait for a while in the lobby, offering him a cup of tea or coffee, a newspaper or a magazine. In addition, they can be ordered to deliver some "nice little things" to the guest's room.

Some upscale hotels provide courtesies to all first-time guests, such as a bottle of champagne for men, a set of chocolates for women, and a message from the general manager with greetings and wishes for a pleasant time at the hotel.

When assigning a room, it is necessary to take into account national characteristics, traditions, habits, lifestyle of guests from other countries. This helps them feel at home in the hotel.

It is worth paying close attention to the guest's request to stay in a non-smoking room. In hotels with a high level of service, special rooms have long been allocated, and even floors, for non-smokers. It is not possible to completely exclude the penetration of tobacco smoke into the premises. To exclude tobacco odors as much as possible, the non-smoking room is equipped with special, more powerful air conditioners, cleaning is done in a special way.

When choosing a room, you should also take into account the age, lifestyle, and the purpose of the clients' arrival. Experienced staff in the placement team should be familiar with the configuration and location of the building. Hotels can be very different by location: in the city center, roadside, on the seashore, in the mountains, etc. Difference and number of storeys of hotels. It is clear that even the rooms of the same category can differ for the better or worse due to the view from the window. In resort hotels, the view from the window plays a large role. Rooms with a view of the sea are sometimes more expensive. If there is a sufficient number of free rooms of the desired category, it is necessary to provide the guest with the best room, focusing on his personal preferences. When choosing a room, it is necessary, if possible, to take into account the most varied wishes of customers.

2.1 Guest service during stay

In order to make the stay at the hotel convenient and comfortable, it is necessary, in addition to providing rooms, to provide a wide range of additional services for clients. The range of additional additional services is determined by the category, purpose, specifics, capacity of the hotel company and other factors. A hotel with a high level of service is required: a business center, a service bureau, a wellness center, services for the provision of vehicles, etc., which create conditions for successful work, accommodation and recreation of guests, and are also a source of additional income for hotels.

A business center as a structural unit of a large hotel is, as a rule, subordinate to the manager or deputy manager of the hotel. A business center is needed primarily for business tourists, people who come for business purposes. The business center can provide guests with the following services:

· Use of satellite long-distance, international telephone and facsimile communications;

· Use of satellite long-distance and international telex communication;

· Copying works, provision of typewriters for work;

· Lamination, stitching works;

· Providing the guest with a computer;

· Provision of services of a secretary, stenographer;

· Editing;

· Rental of video equipment and radio equipment;

· The ability to work on the internet;

· Rent of special premises for conferences, meetings, negotiations, presentations with simultaneous translation systems, including equipment for teleconferences.

Service Bureau.

This unit, like the business center, is usually subordinated to the manager or deputy manager of the hotel. The service bureau usually offers guests the following services:

· Ordering train tickets, reserving seats and confirming flight reservations;

· Reservation of places in restaurants;

· Organization of excursion services, ordering tickets to theaters, concert halls, museums, stadiums for exhibitions;

· Providing guests with information about the sights of the city, routes of public transport;

· Provision of information and reference material for guests' use;

· Rendering of translation services;

· Organizing meetings and seeing off guests;

· Visa support, etc.

Catering services.

Catering services are provided to guests by catering divisions in hotels, including: restaurants, cafes, bars, buffets, banquet and conference service divisions, room service, etc. Catering services are second only to hotel accommodation services. the amount of income generated. Methods and forms of catering to hotel customers can be very diverse. So, for example, in a large hotel several bars of different types can function simultaneously: a lobby bar, a restaurant bar, an auxiliary bar, a banquet bar, a fitness bar, a night bar, a service bar, a bar on the floors, etc.

The purpose of this work is not to consider the principles of functioning of catering establishments and all forms of catering to consumers of hotel services. As part of this work, it is more expedient to take a closer look at the minibar and room service, since they are directly related to guest service.

Mini-bar - most often these are small bars with a refrigerator in the guest rooms. Minibar products are not included in the room rate. Using a mini bar is very cost effective for hotels. The price of food and drinks with a mini-bar is set several times higher than retail prices. With a mini-bar, the guest does not feel a shortage of drinks at any time of the day. The rich assortment is designed to tempt the guest to use the minibar. In some hotels, the cost of the contents of the minibar exceeds the daily rate for the room.

The minibar key can be put into an envelope and handed to the guest upon arrival. If the guest does not intend to use the minibar, he may not take this key.

Room service.

At hotels with a high level of service, the floor service staff provide food and drinks to the rooms at the request of customers around the clock. Breakfast in the room is especially popular with guests. Breakfast in the room can be ordered in several ways: by phone, by calling the waiter by pressing a special button equipped in the room, by means of interactive television systems, using a breakfast order card.

Most often, guests are asked to enter the costs of this type of service to the main account. In this case, the waiter gives the client an invoice for signature and submits this document to the reception. The clerk of the reception and accommodation service, accepting invoices for the services rendered, must make sure that the client's signature is on these invoices. The client's signature is a guarantee that they will pay all their bills upon final settlement. Until this moment, all customer accounts are collected in the cells corresponding to the numbers.

Laundry service.

During their stay at the hotel, guests can use the laundry service, iron and clean their things, make minor repairs to clothes. For the implementation of the listed additional paid services, the staff of the hotel's economic service is responsible.

Services of interactive and pay TV in the hotel.

Interactive television systems provide hotel guests with a wide range of interactive services, both domestic and business services.

All menu functions are called up on the TV screen using the TV remote control by simply pressing a button. The main menu allows the guest to get acquainted with the hotel services without leaving the room. The ability to choose the language of interactive communication is very important. While in the room, the guest can get a lot of useful information about the hotel, the repertoire of theaters and cinemas, museums, shops, weather, etc. The "alarm" function allows the guest to independently program the wake-up time.

3 Departure of the guest. Guest checkout procedure

Settlements with residents can be made in cash, by credit cards, by bank transfer (according to the transfers of organizations, companies, firms with which the hotel has entered into a certain agreement), vouchers (a type of non-cash payment), traveller's checks (extremely rare in Russian hotels).

The cashier of the reception and accommodation service deals with settlements with clients. In his work, the cashier uses the following equipment: a computer, which, as a rule, is also a cash register; POS terminal (for various transactions with credit cards); printer (for printing and receiving invoices); an imprinter (to get the details of clients' credit cards); a special compartment for storing money; a voucher-catalog with cells for storing invoices and other payment documents; a box for storing seals, stamps; telephone set, etc.

Cashiers process invoices, calculate payments for accommodation and services rendered. Before the guests leave, the cashier checks and prepares their invoices using one of the programs of the Front office common computer program called Check out on the computer.

Settlement with guests is made:

1.for accommodation;

2. additional paid services;

3. telephone conversations.

The computer automatically calculates the amount for accommodation, taking into account the system of a single check-out time (check out time - 12.00), sums up the cost of all telephone calls, takes into account all discounts for accommodation and additional paid services.

It is not enough to state the total amount when making an extract. It is necessary to check the accuracy of the invoice by reviewing with the guest all charges on his account during his stay at the hotel. You should always ask the guest to check if the amounts charged are correct. If a mistake was made, you must make the appropriate changes and apologize to the guest.

The confirmation of the correctness of the invoice is the signature of the guest on it.

Payment procedure for accommodation

When calculating for accommodation, the number of days lived, the time of arrival and departure of the guest plays a role. Payment for hotel accommodation is charged at the prices set by the contractor.

It is very important for a Front desk employee to clearly know the procedure for collecting payment for accommodation and to be able to correctly explain to the client what this or that amount is being taken for. The procedure for paying clients for accommodation is determined by the Rules for the provision of hotel services in the Russian Federation, approved by the Government of the Russian Federation of April 25, 1997 No. 490, which are guided by most Russian hotels. (No. 2) According to this document, “payment for hotel accommodation is charged in accordance with a single checkout time - from 12 noon of the current day, local time.

When placing before checkout time (from 0 to 12 o'clock), the accommodation fee will not be charged.

In the event of a delay in the departure of the consumer, the accommodation fee is charged in the following order:

  • no more than 6 hours after checkout time - hourly rate;
  • from 6 to 12 hours after checkout time - payment for half a day;
  • from 12 to 24 hours after checkout time - payment for a full day (if there is no hourly payment).

For stays of no more than a day (24 hours), the fee is charged per day, regardless of the checkout time.

The contractor, taking into account local peculiarities, has the right to change the uniform checkout time. "

Let's consider several examples of calculating the amount for accommodation. For clarity, you can use the following scheme:

1. Single room Check-in 10.03 at 18:00 at the cost of 100 USD. Departure 14.03 at 07 h 00 min.
The cost of living in this case is 400 USD.

2. Single room Check-in on 10.03 at 21:00 at the cost of 100 USD. Departure 14.03 at 15:00.
In this case, the guest was delayed with the check-out for 3 hours after the check-out time and therefore should be charged additionally 3 hours in advance. Thus, the cost of living in this case is 412.48 USD.

3. Single room Check-in 10.03 at 19:00 at the cost of 100 USD Check-out at 14.03 at 22:00.
In this case, the guest leaves the hotel later than 6 pm, the check-out delay time was 10 hours, therefore, an additional 1/2 of the cost of living per day will be taken from him - 450 USD.

4. Apartments Check in on 21.03 at 05:00 a.m. costing 300 USD. Departure 24.03 at 22 h 00 min.
The cost of living in this case will be 1050 y.u.

5. Apartments Check-in at 19.03 at 07:00 at the cost of 500 USD. Departure 19.03 at 16 h 00 min.
The payment for accommodation in this case will be $ 500, since the minimum payment is a day.

The contractor is obliged to inform the consumer about the form and procedure for payment for hotel services.

Some hotels have a special form (form) that helps to avoid misunderstandings, conflicts in payment issues.

In case of refusal of the guest from the paid room within one hour from the moment of check-in hotel most often refunds money in full, if the guest did not use the room for accommodation.

The Front desk clerk contacts the guests whose departure was planned for 12 o'clock and did not take place, kindly specifies the departure time, makes the appropriate notes.

Along with most hotels adheres to this system of settlements with clients for accommodation, some hotels make their own adjustments, have some deviations from the above rules (to a greater extent, this applies to hotels with foreign management).

For example, in the Metropol Hotel, members of the Six Continents Club are allowed to stay in their rooms up to 4 pm on the day of departure at no additional charge.

In the hotel "Baltschug Kempinski Moscow", if the check-out is delayed, from the checkout time (from 12:00) to 18:00, 50% of the daily room rate is charged. If the guest has not left after 6 pm, he is obliged to pay for the next day - 100% of the cost. Upon arrival before 9.00 - payment for a full day, after 9.00 - half of the daily room rate. At the same time, participants of the corporate program "Private concierge" are allowed late check-out (until 17.00) at no additional charge.

In some hotels, if the guest stays only for one day, the room is available to him for a period of 24 hours, excluding a single checkout hour (the so-called preferential day).

Sometimes for large groups of tourists leaving in the evening (after 12 noon) one or more headquarters rooms are provided free of charge. In these rooms, they can put their luggage, put themselves in order, relax before leaving. Thus, tourists can save money without paying an additional stay in their room after checkout time.

In case of 100% occupancy of rooms of the corresponding category or 100% booking of rooms of the corresponding category, the hotel has the right to refuse the guest the possibility of a delay in check-out.

A number of hotels, in order to further attract customers, practice the so-called Day use for 0.5 days, respectively, for half the cost of living in a room. This technique is used only for very low occupancy, when the hotel is idle only during the daytime (up to 4 pm). The Front desk clerk receives an order for such a settlement from his manager, depending on the current situation with the demand for accommodation services. Often this type of service is used by clients who need a hotel room for several hours, for example, for a business meeting or negotiations.

The total number of people living in the room should not exceed the number of beds in the room. If the client wishes to occupy a multi-bed room alone, the full payment for the entire room is taken from him. For accommodation of no more than one child under the age of 7-12 years without providing a special bed, payment, as a rule, is not taken.

If necessary, an extra bed or folding bed can be installed in the room, most often for an additional fee.

Relevant is the question of the order of presence and, if necessary, accommodation at the hotel of guests (visitors) of our guests. In Soviet and post-Soviet times, visitors belonged to the category of "outsiders", and "taking care of the morality of residents", they were allowed to stay in the hotel strictly from 9 to 23 hours. These times, of course, are history. Currently, the doors of upscale hotels are open 24 hours a day. But this does not mean that there are no rules in this regard. Residents, expecting guests (visitors) are advised to inform the reception and accommodation service in advance, to meet their guests personally, and also to accompany them after the visit. For security reasons, each visitor must be registered with the reception and accommodation service or with the security service.

An additional fee is charged for each night that visitors stay in the room. It is, of course, different in different hotels. The question of visitors is a very delicate one. Experienced hoteliers advise to solve it individually, based on a specific situation. Each separately taken hotel has its own policy in this regard.

So, the amount for accommodation has been formed. It is not enough just to name her a guest. You should discuss it with the guest, reminding about the length of stay at the hotel and all the nuances associated with the payment terms. If everything is clear to the guest and he agrees with everything, the cashier proceeds to the next section of the computer program "Payment with the guest for additional services."

Calculation procedure for additional paid services

Additional paid services are provided to clients in a restaurant, cafe, bar, business center, service bureau, wellness center, hairdresser, etc., as detailed in the previous sections. When making a payment, the cashier is obliged to present to the client all invoices received in his name and number, to remind the guest when, where and for what amount he received the service. This procedure is not useless, since during such a check it is possible to detect errors in charges to the client's account and to quickly correct them. The cashier should inquire about the latest expenses that may have not yet been included in the invoice. This is usually the last breakfast or something from the minibar. When checking out, the cashier can tactfully ask the guest the following question: "Sir, did you take anything from the minibar today?" or "Sir, did you have breakfast today?"

During the stay of guests at the hotel, there are cases of damage or loss of hotel property. This may concern bedding, furniture, carpets in the room or dishes in a restaurant, bar, etc. bears responsibility for other violations.

The cost of damage caused to the property of the hotel is paid on the basis of an act. The act is drawn up in triplicate, given to the client for signature and transferred to the reception and accommodation service for subsequent payment. The act is drawn up in the department where the trouble occurred, by financially responsible persons (at least two employees).

In case of loss of things or their complete unsuitability for further use, their cost is recovered, taking into account depreciation. The cost of restoration or repair work is determined based on the price list. The client will also pay for the forced downtime for the period of elimination of defects.

The client's expenses related to damage or loss of property are recorded, as a rule, in the "Additional services" section in the "Other" item of the computer program. One of the copies of the act will be handed over to the client immediately after settling with him. The second copy is required in the relevant service for writing off and receiving new property. The third is used by the accounting department for reporting.

Hotel staff should try to promptly identify the facts of damage or loss of hotel property by clients. For example, the maid must carry out a thorough inspection of the room during the current cleaning of the room for the entire duration of the guests' stay and, if necessary, take all measures to ensure that the residents compensate for the damage before check-out or upon check-out from the hotel.

In a number of hotels, correct special reminders are thought out and used for guests, if the floor personnel, when cleaning the room, discovers the absence of any

objects or damage to property. Sometimes in a hurry, unintentionally, guests can put hotel items together with their belongings (most often this concerns towels, napkins).

Dear sir (s). Today, while cleaning your room, the maid did not find any towels. Could you help with this problem. Thank you in advance. Best regards, Head of Floor Service

Mirrors are very vulnerable items in the room structure, so the following text may come in handy:

Dear sir (s). We kindly ask you to sign the bill (act) for the broken mirror and leave it in the room. Unfortunately, in our hotel the cost of broken or damaged things is not included in the room rate and is paid separately. Thank in advance. Sincerely. Hotel administration.

Detailed reminders can relate to any other item or accessory in the room. This organization of work allows you to minimize the number of cases of departure of guests who did not pay for damage or loss of hotel property.

Once customers have left their occupied rooms, the process of collecting payment for damage to the hotel becomes much more complicated. It is easier to recover the losses if the client paid with a credit card. In this case, the required amount is withdrawn from the guest's credit card, justifying this by an act of damage or loss of property. You can try to contact the organization, company, firm through which the client was settled, and call for payment of damage. Unpaid invoices for damage caused to the hotel by regular customers should be kept and offered to be paid on the next visit.

After the amount for additional paid services is formed, the cashier is asked by a computer program: "Should I add the amount for additional paid services to the amount for accommodation?" If the answer is yes, the amounts will be added up.

When settling with clients, it is necessary to take into account all telephone conversations and include them in the total bill. Modern telephone systems automatically make charges for telephone calls to the client's account. The cashier should only open the "Telephone conversations" file and include their cost in the already prepared amount for accommodation and additional paid services. In this case, it is necessary to make a printout of all telephone conversations on a printer and present it to the guest. After the invoice is prepared and the guest has agreed with the final amount, the cashier once again specifies the form of payment.

Conclusion

The service of the hotel industry includes a wide variety of services. The list of services is constantly supplemented, modified and differentiated depending on the size of the hotel, its location, level of comfort and other reasons. The development trend of the hotel industry is aimed at expanding the range of services in hotels for various purposes.

The hotel industry is developing along the lines of increasing and specializing hotel enterprises. We offer traditional hotels with a wide range of services, specialized hotels (congress centers, resort hotels and many others).

Today, the hospitality industry is a powerful system or tourist center and an important component of the tourism economy. The hospitality industry is made up of various means of collective and individual accommodation: hotels, hotels, motels, youth hostels and hostels, apartments, tourist shelters, as well as the private sector involved in tourist accommodation.

The hotel business is promising for at least four reasons: first, there is an increase in business activity in our country, which, as a rule, inevitably causes an increase in the volume of so-called "business tourism"; secondly, as world practice shows, an increase in the income of the population (and it is in the country, whatever you say, is already happening) leads to the fact that people travel more and more (including in their home country), which means they stay in hotels ; thirdly, a country that has declared its integration into European structures is gradually becoming more understandable for Europeans (in this case, European tourists), and therefore more attractive; fourthly, if the anticipated reduction and unification of the hotel tax occurs, the obligatory payments for hotels will decrease. Only a well-organized hotel can make a profit.

The future of hotels lies in the fusion of airport and hotel services. One of the significant sources of increasing hotel revenues is the provision of premises for a variety of conferences, seminars, training sessions and accompanying exhibitions and presentations.

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Hotel service is a system of events that provide a high level of comfort that satisfies the most everyday, economic and cultural needs of guests. The high quality of tourist service is ensured by the collective efforts of employees of all hotel services, constant and effective control by the administration, study and implementation of advanced experience, new equipment and technologies, expanding the range and improving the quality of services provided. Services to residents can be provided by both the hotel staff (service and room service) and the staff of other enterprises (for example, trade enterprises, a hairdresser, a first-aid post) located in the hotel.

The hotel staff is the face of any hotel. The people who work in the hotel form the client's attitude to it no less than the interior or the menu. Among the most common positions presented in hotels are: concierge, receptionist, maid, technician, head waiter, cook, waiter, security guard, hotel manager. Large hotels employ animators, doctors, masseurs, and croupiers as permanent employees. It is considered a sign of good form for a modern hotel to have a dedicated guest relations specialist and PR manager on its staff.

In the hotel structure, one can distinguish a reception and accommodation service, an administrative service and a security service. Let us dwell on the characteristics of these divisions and, accordingly, on the activities of the personnel performing the main activities related to the provision of hotel services.

The administrative and economic (castellan) service is the largest in terms of the number of personnel in the hotel. More than 50% of all hotel employees work in it. It is headed by the director of the administrative and economic service, or the executive castellan. The specifics of his job duties require organizational skills, exactingness, motivation and striving to meet high standards.

An experienced castellan (director of service) in his work adheres to the following rules: to achieve efficiency, you need to distribute tasks between subordinates; monitor and maintain feedback with subordinates; conduct regular inventory; equanimity, understanding and diligence will help in the moment of conflict with guests and superiors; involvement of subordinates in rationalization planning; send staff to refresher courses for their career advancement; coordinate the work of their service with the administrative, engineering and operational and laundry.

The director of the service manages people, monitors equipment and supplies. Keeps guest rooms and common areas clean and tidy. Manages the service in accordance with the financial policy of the General Manager. Maintains documentation. Together with the head of the group of night cleaners, he checks the cleanliness of the corridors and halls. Checks records in the administrative log. Looks through the forecast for the occupancy of the hotel rooms and clarifies the number of people checking out. Checks reports for the previous day, specifies the number of guests who arrived the day before, finds out if the arrival of "VIPs" is expected to make the appropriate arrangements. Takes part in a meeting of the administrative and economic service. Solves current problems. Takes part in training new staff. Conducts a meeting with managers and senior sectors. Will issue orders for various types of work. Checks the budget. Approves purchase orders. Checks inventory. Checks the cleanliness of the guest rooms. Looks through the orders received from the operators. Conducts interviews with potential employees.

The director's job is very difficult, depending on the size of the hotel, he needs assistants who would direct the work of the maids responsible for the various sectors of the hotel (floors, spans). Security service. The protection of guests and their property is an important aspect of the hotel's operation. The money, by the decision of the court, paid by hotels to their guests, whom they could not protect, is a truly huge amount. Hotels suffer great losses if the security service is poorly organized and not professionally managed. The owner and staff of a hotel are required by law to know and take all necessary precautions to protect guests from robbery, fraud, violence and other personal crimes.

The security service is directly headed by a security officer who reports to the director on duty. It is responsible for the following problems: development of emergency response procedures; day-to-day security of guest rooms; control of keys; prevention of theft, control of locks; access control to the hotel building; alarm system; control of the territory; Outdoor Lighting; surveillance system using TV monitors; safes and fireproof cabinets; collection and storage of information.

The Security Officer liaises with the local firefighters, police authorities, city security agencies and all other departments of the hotel. Security personnel must adequately respond to emergencies, perform their functions quickly, efficiently and tactfully. They react and analyze all incidents, draw up reports on thefts, accidents, statements and other incidents, using the appropriate forms and magazines. This service monitors the strict observance by all employees of safety rules, as well as health protection requirements, preparedness in case of emergency or emergencies.

The security service must strive to prevent any accidents or crimes, since such incidents can cost the hotel not only a lot of money, but also the reputation. Room Fund Management Service. The room fund management service deals with issues related to booking rooms, receiving tourists arriving at the hotel, registering and placing them by numbers, as well as sending them home or to the next point of the travel route after the end of the tour, provides tourist service in rooms, maintains the necessary sanitation - the hygienic condition of the rooms and the level of comfort in the living quarters, is engaged in the provision of household services to guests.

The composition of the service: director or manager of room operation, reception and accommodation service, maid service, joint service (doormen, bellhop attendants, cloakroom attendants, garage employees), porter service, concierge service, messenger service, housekeeping inspector, security service.

Depending on the size of the enterprise, the room fund management department may consist of one or several divisions. The main ones, which form the basis of the enterprise, are a porter service, a reception service and a maid service, as well as a reservation service.

TEST

1. The main regulatory document for the provision of hotel services

B. Hotel charter

C. Federal Law of November 24, 1996 No. 132 - FZ "On the Basics of Tourist Activities in the Russian Federation"

2. Service in the hotel, providing reception, registration and accommodation of guests

A. Room Fund Service

B. Reception and Accommodation Service (LSS)

C. Administrative Service

3. Who stands at the entrance to the hotel and meets the guest first?

B. Doorman

C. Concierge

4. Room service

A. Room - service

B. Restaurant service

C. Reception and accommodation service (breakfast in the room)

5. Checkout time set in hotels

6. The main task of the hospitality industry is:

A. Meeting the requests and needs of the guest

B. This task does not exist

C. Feed the guest

7. The main hotel services, according to the "Rules for the provision of hotel services in the Russian Federation No. 490" are:

A. Accommodation and meals

B. Additional paid services

C. Room cleaning

8. Full board is

A. Two meals a day

B. Breakfast only

C. Three meals a day

9. Type of cleaning at the request of the guest:

A. Current cleaning

B. General cleaning

C. Express cleaning

10. Is the cost of food in the minibar included in the room rate?

B. Not included

11. The hotel channel is used to transmit to guests:

A. Information

B. Films

C. Orders

12. Half board is ..

A. Two meals a day

B. Three meals a day

C. Breakfast only

13. All inclusive -

A. Accommodation

B. Nutrition

C. All inclusive

14. Who controls the cleanliness of the rooms and service areas?

A. Doorman

B. Maid

C. Supervisor

15. Every evening the administrator makes:

B. Room download report

16. Brunch time

17. His responsibilities include delivery of mail, personal messages to the number:

A. Concierge

B. Messenger

C. Administrator

18. How many copies of the guest's questionnaire is written?

A. In one

19. The luggage carrier is obliged:

A. Accompany the guest and deliver luggage to his room

B. Inform the guest

C. Deliver breakfast to your room

20. Room status - "dirty":

21. If the guest stays at the hotel for less than a day, then payment is charged

A. For the whole day

B. In half a day

C. Hourly

22. The guest card indicates:

A. Room type

B. Number of days

C. Guest name

23. Free service at the hotel is:

A. Swimming pool

B. There are no free services

C. Wake up

24. First of all, the maid cleans:

A. Reserved rooms

B. Rooms with ongoing cleaning

C. It doesn't matter

25. In a multi-room suite, first of all, it is cleaned:

A. Bathroom

B. Cabinet

C. Bedroom

26. Transfer is ..

A. Taxi order

B. Meeting and seeing off the guest

C. Ticket ordering

27. When preparing a room in the evening, what kind of chocolate should the guest put on the bedside table?

A. Gorky

B. Milk

C. None

28. Additional paid service

A. Delivery

B. Wake-up call

C. Both options

29. The buffet is ..

A. Method of service in the restaurant

B. Table from Sweden

C. Restaurant name

30. The American plan is ..

A. Accommodation and three meals a day

B. Hotel chain

C. Catering company

31. Standard appearance of a hotel employee:

A. Doesn't matter

B. White top, black bottom

C. Black top, white bottom

32. The length of stay at the hotel is measured:

C. Each hotel is different

33. How should a guest be treated?

A. Doesn't matter

B. By surname

C. By name and patronymic

34. How long before the end of the visa, the administrator is obliged to notify the guest?

A. In 3 days

B. In 2 days

C. For a week

35. Action aimed at meeting the needs of the consumer

36. Date of trip

B. Trip duration

C. Check-in time

A. Hospitality

B. Type of payment

C. Full service

38. In which category of hotels is it necessary to have heating?

A. 2 stars

39. This breakfast consists of tea, coffee, cream, sugar, butter, honey, baked goods of your choice

A. American breakfast

B. Continental breakfast

C. Late breakfast

40. Number status - busy

41. The first hotel chain appeared in:

A. In May 1995

B. In October 1997

C. In July 1998

42. Settlements with clients during their stay can be made:

A. Cash

B. Personal belongings

C. Produced on departure only

43. Hotels are classified:

A. By the stars

B. Personnel

C. By numbers

44. Format of the guest card form 4-D

45. Format of the questionnaire form 1-D

46. ​​Seamless service is ...

A. Quality Guest Service

B. Staff training

C. Invisible change of personnel

47. How does one-room cleaning start?

A. From the table

B. With window cleaning

C. Doesn't matter

48. Price per rack

A. All inclusive

49. Sports and recreation centers include:

A. Gym

B. Lobby

50. One of the means of property security for hotel clients?

A. Manager

C. Both are correct

51. Room service?

C. Catering service

52. Service providing service to guests in restaurants, hotel bars?

B. Room stock service

C. Catering service

53. Service that analyzes the results of financial and economic activities?

B. Finance Service

C. Accounting

54. All hotel premises are divided into:

A. Residential and administrative only

B. Residential, administrative, service, ancillary

C. Do not share

55. Last but not least, a multi-room suite is cleaned:

A. Living room

B. Bedroom

C. Bathroom

56. Form of receipt for the provision of additional services

57. Form of invoice at catering establishments

A. 3-H (3-HM)

58. Parking lot invoice form

A. 3-H (3-HM)

59. The conference room must be in hotels

A. 3 stars

B. 4-5 stars

C. In all hotels

60. Does the “European Plan” system provide for hotel catering?

A. Provides

B. Does not provide

C. Each hotel is different

61. The guest card is issued:

A. When staying

B. On eviction

C. Upon settlement

62. Workplace of the SPiR employee

A. Accounting

B. Utility room

C. Reception desk

63. Employee of SPiR

A. Administrator

B. Maid

C. Director

64. How many rooms are there in a suite?

65. The main tasks of the reception and accommodation service:

A. Quality control of cleaning

B. Registration and accommodation of guests

C. Providing room service

66. Reservation department:

A. Cleaning of public spaces

B. Carries out a preliminary reservation of places in the hotel

C. Catering services

67. Working hours of the hotel:

A. Around the clock

B. From 8.00-20.00

C. From 9.00-24.00

68. When a family lives with a child under 7 years old, his / her accommodation is not paid if:

A. Director will authorize

B. No separate seat is provided for the child

C. It can't be

69. Who settles accounts with clients?

A. Cashier Operator

B. Maid

C. Director

70. Upon presentation of what the SPiR employee gives the room keys to the guest?

A. Passports

B. Driver's license

C. Guest cards

71. What is the main document that the duty administrator works with?

A. Guest card

C. Card of the registration of movement of the room fund

72. What time does the administrator on duty close the card of the room fund movement?

73. Who wakes up the guest?

A. Manager

B. Telephone operator

C. maid

74. Cleaning in the presence of the guest is carried out:

A. By permission of the guest

B. As authorized by the supervisor

C. At the discretion of the maid

75. The room must contain:

A. Evacuation plan

B. Guest profile

C. Fire Fighting Instruction

76.… .property complex for the provision of accommodation services

A. Apartment

B. Hotel

C. Help desk

77. Is it a free or paid service to call an ambulance in a hotel?

A. Paid

B. Free

C. At the discretion of the director

78. Utilities in the hotel include:

A. Washing, dry cleaning, ironing

B. Restaurant reservations

C. Parking lot, garage

79. A receipt for the provision of paid additional services is issued:

A. In duplicate

B. In one copy

C. In triplicate

80. Service bureau (service bureau) is a part of:

A. Rooms

B. Catering services

81. Car rental is provided by hotels

A. There are no such hotels

B. 4-5 stars

C. 3 stars

82. The head waiter is ...

A. Cleaning lady

B. Restaurant hall administrator

C. Head of Administration

83. Auxiliary room:

A. Lingerie

C. Human Resources

84. Administrative premises:

A. Lingerie

C. Human Resources

85. Global Reservation System:

B. All inclusive

86. The security service provides ...

A. Arms

B. Protection and health of guests

C. No such service exists

87. If the guest has forgotten a thing, then ...

A. Protocol in one copy

B. Nothing is compiled

C. Act in duplicate

88. The storage period for the forgotten personal belongings of the guest for Russian citizens:

A. 8 months

B. 3 months

C. 6 months

89. The storage period for forgotten personal belongings of a foreign guest:

C. 10 months

90. .... Acute cerebrovascular accident as a result of hemorrhage or insufficient blood supply to the brain

A. Heart attack

B. Fainting

C. Stroke

91. What first aid can a hotel employee provide to a guest in case of a pulse stop?

A. Moral support

B. Chest massage, artificial respiration

C. None of the above

92. What determines the range of additional services in the hotel?

A. From the director

B. From the class, destination and location of the hotel

C. Does not depend on anything

93. Excursion services are provided by:

A. 4-5 star hotels

B. All hotels

C. No one provides

A. Overview and thematic

B. Sightseeing only

C. Topical only

95. The technological map of the excursion indicates:

A. Itinerary of the excursion, objects of display, duration of the excursion

B. Composition of excursionists, date of approval of the excursion by the leader

C. All of the above

96. Business centers are required:

A. In all hotels

B. It doesn't matter

C. In 4-5 star hotels

97. The employee of the garage service in the hotel:

A. Greets arriving guests, opens the car door, is responsible for the safety of the vehicle

B. Calls a taxi

C. All of the above

98. Shops and kiosks are obligatory in hotels:

A. Optional

B. In all hotels

C. In 4-5 star hotels

99. According to GOST R 50762-2007, there are ... types of catering establishments

100. The main document of the catering establishment:

A. Chef's passport

C. Book of complaints and suggestions

101. Tabledot is ...

A. Restaurant service method

B. Job title

C. Name of dish

102. When serving a guest in the room, knocking, the waiter enters:

A. Only with the permission of the guest

B. When the waiter wants

C. Doesn't matter

103. In case of a delay in the client's check-out from 12 to 24 hours after checkout time, payment is charged for:

A. Per day

B. Hourly

C. Not charged

104. If the guest is late for a day, the reservation:

A. Retained

B. Canceled

C. At the discretion of the administrator

105. Things forgotten in the room by the guest are transferred:

A. Hotel employee

B. Stay in the room

C. To the storage room

106. In case of damage to property by the guest, he:

A. Indemnifies for damage

B. Does not refund

C. At the discretion of the director

107. Accommodation in a hotel with a pet is allowed when:

A. Good mood at the administrator

B. Availability of a veterinary certificate

C. Not permitted

108. The dog on the territory of the hotel must be:

A. In the arms of the owner

B. Strictly in leash and muzzle

C. Doesn't matter

109. An official appointed by the head of the tourism organization

A. Director

B. Driver

C. Tour guide

110. .... A form of cognition and broadening one's horizons by visiting interesting subjects

A. Training

B. Excursion

C. Walk

111. ... the state of the object in which nothing threatens it

A. Malfunction

C. Security

112. For breakfast we offer drinking water with ice cubes, fruit juices, fresh fruit, cereals, a small portion of meat

A. Buffet

B. Extended breakfast

C. American breakfast

113. Car rental with a driver is provided:

A. In business centers

B. In motels

C. Not provided anywhere

114. ... activity to establish norms, rules and characteristics in order to ensure the safety of products, works and services

A. Cleaning of premises

B. Standardization of services

C. Security

115. Form of receipt for refund:

116. ... is the process of applying organizational, marketing, financial, personnel tools, methods and methods of running a hotel business

A. Hospitality Technology

B. Management

C. Registration

117. An important part in the work of the security service

A. Car parking

B. Briefing the hotel staff

C. All of the above

118. Does a security officer have the right to interrogate guests, search them?

A. Does not have

C. Depends on the situation

119. The sommelier is ...

A. Beverage name

B. Tasting wines, making a wine list

C. Menu view

120. What kind of breakfast does NOT exist?

A. Champagne breakfast

B. Late breakfast

C. Shared breakfast

121. Catering is ..

A. Type of breakfast

B. Priority service

C. Service outside the hotel, with the help of hotel staff

122. Where is the lobby bar located?

A. By the pool

B. In the lobby

C. In the room

123. What are service rooms?

A. Laundry and dry cleaning

B. Utility rooms

124. What is the concept of security?

A. Video surveillance

C. Approved document

125. Business center services:

A. Provision for use of computers, communication facilities

B. Animation activities

C. All of the above

126. Name the most expensive resource, the management of which is associated with the constant movement of personnel.

A) Expensive equipment;

C) Employee;

C) Salary;

127. How many main functions are allocated in the theory of personnel management?

A) Eight;

C) Nine;

128. What is the name of the method based on the experience of the previous period of personnel management?

A) Parametric method;

C) The method of analogies;

C) Experienced method;

129. Name the main structural unit for personnel management in this or that organization.

A) Commercial department;

C) Human Resources Department;

C) Technical department;

130. What is the main purpose of the Human Resources Department?

A) Provision of personnel for the production program, personnel records management, preparation of personnel orders.

C) Studying and summarizing the work experience of the best workers;

C) Training of teachers from among the leaders and specialists of the organization;

131. What is the purpose of the Personnel Appraisal and Compensation Department?

A) Analysis of staff turnover and labor discipline;

C) Organization of social events for employees

organizations;

C) Evaluation of the performance of each employee to maintain effective motivation of his work;

132. What is the purpose of the Social Welfare Department?

A) Implementation of contract work for certification of workplaces;

C) Implementation of the rights and guarantees of social protection for each employee;

C) Organization of practical training for students and students;

133. What is the name of the system of measures to attract employees to the organization?

C) Registration of candidates;

C) Accounting and the state of the labor market;

134. What is the name of the candidate study process?

C) Attracting consumers;

C) Outsourcing;

135. A professional is ...

A) Hiring employees on a probationary period;

C) The set and description of the qualities that an employee who is selected for a certain position should have, the scope of his duties and functions.

C) Target position method;

136. Name two possible sources of recruiting.
A) Direct and indirect;

C) Through dating and subordinate clauses;

C) Internal and external;

137. Tasks solved by the organization when a new employee joins it:

A) Get him interested in a new job;

C) Suppress his will and desire to stand out;

C) Reduce his salary;

138. What is the essence of certification?

A) Identification of bad habits of the employee;

C) Reviewing his medical record;

C) Identifying the professional competence of the employee

139. What are the typical documents for hiring.

A) Employment book, library card, personal application for employment;

C) Divorce certificate, work record book, photograph.
C) Employment record book, personal application for employment, a copy of the education certificate, photograph, characteristics from the previous place of work;

140. What is the purpose of training an employee?

A) Improving the qualifications and intellectual base of a person;

B) Forming the inner core;

C) Development of physical abilities;

141. The staff of the organization is ...

A) Employees on the staffing table of the organization;

C) Employees working in this organization and carrying out their activities on the basis of a contract;

C) Workers receiving fixed wages;

142. What are the names of conflicts related to human performance

job responsibilities?

A) Personal;

C) Business;

C) Professional;

143. When certifying an employee, first of all, the following is assessed:

A) His appearance and ability to present himself;

C) Personal qualities of the employee;

C) Employee performance and personal qualities;

144. What is the name of a special type of payment that depends on the final labor or the employee himself?

A) Prize;

C) Allowances;

145. The unemployed are ..

A) Able-bodied citizens who do not have work and earnings, registered with the Federal Employment Service in order to find a suitable job;

C) Citizens under the age of 18;

C) Citizens who have reached retirement age;

146. Adaptation is ..

A) Adaptation of the employee to new professional, social, organizational and economic working conditions;
C) Mutual adaptation of the employee and the organization through the gradual development of the employee in new conditions;
C) Adaptation of the organization to changing external conditions;

147. People who come to the HR department in search of work are

A) Self-manifested candidates;

C) unemployed;

C) unskilled workers;

148. Brief career history of the candidate is:

A) Professiogram;

C) Careerogram;

C) Employee's questionnaire;

149.The least reliable tests of candidate selection include:

A) Psychological tests;

C) Graphic tests;

150. The most reliable method for assessing a candidate's ability to perform the job for which he will be hired is:

A) Testing knowledge;

C) Checking professional skills;

C) Graphic test;

151. Personnel development is:

A) The process of preparing an employee to perform new production functions, take up new positions, and solve new problems;

C) The process of periodic training of an employee in specialized courses;

C) Providing an effective management structure and managers to achieve organizational goals.

152. What is a career?

A) Individually conscious position and behavior associated with work experience and activities throughout a person's working life;

C) an increase to a higher level;

C) The growth of the employee in the eyes of the public;

153. The basis for the development and decision-making on stimulating the labor of personnel is:

A) Assessment of personal and business qualities;

C) Assessment of labor results;

C) Comprehensive assessment of the quality of work.

154. The methods of formation of the personnel management system include:

A) Democratic method;

C) The method of structuring goals;

C) morphological analysis.

155. What method of personnel management has a direct impact?

A) Administrative;

C) Economic;

C) Socio-psychological.

156. What does the personnel management system include?

A) functional units;

C) Functional units and their heads;

C) General management of the organization.

157. What qualities and skills are needed for HR personnel to successfully perform their functions?

A) Competence in their professional field;

C) Good physical shape;

ВС) Professionalism in the field of organization management.

158. Evaluation of the effectiveness of the personnel management units is a systemic process aimed at ...

A) Comparison of costs and benefits associated with the activities of personnel services;

C) Correlation of the results of the activities of personnel services with the results of the activities of the organization as a whole;

C) Correlation of the results of the activities of personnel services with the results of the activities of other divisions.

159. Providing assistance to interested people in choosing a profession and place of work by studying the personality of the person seeking advice is:

A) Professional adaptation;

C) Professional advice;

C) Professional promotion;

160. Professional competence is based on:

A) Professional unsuitability;

C) Professional suitability;

C) Professional look;

161. The term “labor potential” and its concept in Russian management practice began to be included in state and government documents from:

A) 80s;

B) 2000s;

C) 90s;

162. Factors affecting the amount of payments include:

A) Financial and economic regulations;

C) The size of the enterprise, financial and economic situation, the degree of influence of trade unions, the form of ownership;

C) Form of ownership;

163. Specialists do not include:

A) Housewives;

C) Engineering and technical workers;

C) Sociologists;

164. The combination of vertical and horizontal quarries gives:

A) Individual career;

C) Group career;

C) Graduated career;

165. What are the main differences between types of interviews?

A) The specifics of the content and form of an interview with a company representative;

C) The essence of a specific situation;

C) The type of information that the representative of the firm wishes to receive;

166. The criterion for making a managerial decision is:

A) Environmental effect;

C) Economic effect;

C) Social effect;

167. Better utilization of personnel should be promoted by:

A) Recruitment of frames;

C) Reduction of personnel;

C) Rotation of personnel;

168. The temporary transfer of an employee to another unit, which allows him to acquire new knowledge and skills, broaden his horizons and subsequently work more effectively, is called:

A) Carousel;

C) Pendulum;

C) Swing;

169. The process of systematic professional development and expansion of its volume on the principle of transition from less complex professions to more complex ones, from narrow specialization to multidisciplinary, is understood as:

A) Personnel adaptation;

C) Continuity of personnel training;

C) Continuity of recruitment;

170. The main forms of professional development are not:

A) Industrial and technical courses;

C) Institutes and faculties of advanced training;

C) Recruiting agencies;

171. Depending on the level of utilization of the working-age population, several interpretations of employment differ, they do not include:

A) Effective;

C) Rational;

C) Margin;

172. The current labor market is emerging;

A) Due to the natural and mechanical movement of labor and jobs;

C) By increasing the potential of the labor force;

C) Due to the artificial movement of labor and jobs;

173. The structural characteristic of the labor force is:

A) Division into certain groups, according to gender;

C) Division into certain groups, according to the functions performed;

C) Division into certain groups, according to age;

174. The economically active population includes:

A) Workers and employees;

C) Employed and unemployed;

C) Managed and managed;